Supervises, develops and manages a team of Customer Service Representatives to ensure customer service standards, accreditation and regulatory requirements are met. Serves as a resource for communication and access to services for staff, members, providers, employers, and other organizational customers. Reports and trends customer issues. Reviews, develops, and provides on-going training and educational tools to staff. Assist with site visits, plans, directs and controls activities of the Customer Service staff to meet the operational needs and goals of the department. Manages activities of the Customer Service staff to ensure accurate and timely completion of all customer related inquiries. Pulls data and analyzes reports of production and quality metrics and recommends changes to staffing, policies or processes. Responsible for resolving complaints, considering nature and complexity of complaint, requirements of governmental agencies, and policies. Works directly with customers on escalated issues that require management intervention.
Competencies and Skills:
Knowledge of and ability to apply the processes, activities and tools associated with managing customer requests.
Knowledge of and ability to implement effective strategies and activities that promote long-term customer loyalty.
Knowledge of practices, tools, and techniques for communicating with a customer.
Demonstrates competence in organizational, interpersonal, verbal and written communication skills
Knowledge of the major responsibilities, accountabilities, and organization of the customer support function or department.
Demonstrates proficient organizational, interpersonal, verbal and written communication skills
Demonstrated ability to enhance and achieve customer satisfaction, that is, the feeling that a product or service has met the customer expectation.
The specific statements shown above are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job
Internal Number: 62623
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.